Finlay.works
Service management software, written plainly.

Support routes

Know where BareBones help goes

Support happens in writing and is tied to the active BareBones license, approved service scope, or current launch path. Use this map to choose the right route without sending secrets or confidential customer detail.

Ask in writing Use the route map

Route map

Start with the right support path

The route depends on what you are trying to resolve and which BareBones path is active.

Before purchase

Fit, terms, procurement, or implementation scope

Use the written contact path so the answer can be tied to the right campaign and source.

Ask before purchase
Route notes
  • Ask about fit, procurement, quote scope, support boundaries, refund posture, or launch timing before buying.
  • Do not rely on public page summaries when a specific written answer is material to your decision.
Account access

Passwordless sign-in, session expiry, or authenticator help

Use the customer area sign-in when it is enabled. If account access blocks paid use, use written contact with the same account email.

Open customer sign-in
Route notes
  • Finlay.works customer accounts use email links, optional authenticator protection, and recovery codes.
  • Do not email passwordless links, recovery codes, session cookies, or authenticator secrets.
Trial and Free Edition

Self-service keys and low-friction evaluation

Use the customer account for keys and activation records when self-service access is open.

Review launch paths
Route notes
  • Trial is a no-card evaluation path. Free Edition is yearly renewable, 2-worker, and self-support only.
  • Free Edition does not include SLA, support, guarantees, migration help, or a validation package.
Professional or Lifetime

Paid license, activation, download, or setup question

Start from the customer account. The private support portal appears only when the integration is configured and the account has eligible paid or owner-approved support lineage.

Open customer account
Route notes
  • If the support portal is not visible, use written contact with the account email and license public ID, not the full license key.
  • Customer downloads appear only when BBT-approved package metadata exists for the customer-owned license.
Billing

Invoices, receipts, billing details, cancellation, or refund question

Use the Stripe billing portal from the signed-in customer account when available. Ask written questions before purchase when terms matter.

Review commercial terms
Route notes
  • Stripe-hosted pages handle payment details. Finlay.works does not collect or store card numbers.
  • Refunds, credits, and unused prepaid scope are reviewed under the current commercial terms or signed written agreement.
Private or sensitive issue

Security concern, privacy concern, or confidential customer detail

Use written contact first and keep the first message sanitized. Finlay.works will ask for a safer exchange path if detail is needed.

Start private contact
Route notes
  • Do not send passwords, tokens, card data, full license keys, private keys, cookies, or sensitive logs in email.
  • For urgent security, safety, or operations incidents, use your established incident-response channel first.

Launch day

How to make a support request useful

A short, sanitized request is easier to route than a large dump of logs, screenshots, or secrets.

  1. Identify the path

    Say whether the issue is pre-purchase, account access, Trial, Free Edition, Professional, Lifetime, billing, setup, download, or private/sensitive.

  2. Use the account email

    When a customer account exists, use the same email address so the request can be matched without exposing private account details.

  3. Share the safe identifiers

    Use a license public ID, Stripe receipt/invoice reference, or page URL when helpful. Do not send full license keys, tokens, passwords, cookies, or raw logs.

  4. Expect written next steps

    Finlay.works responds in writing with the next useful step, clarification question, support route, scope boundary, or commercial follow-up.

When unsure

Ask with the safe details first

Start with the account email, public license ID if you have one, the page or action involved, and what you expected to happen. Keep secrets, full keys, private logs, and confidential customer data out of the first message.

Helpful details
  • Which path you are on: before purchase, Trial, Free Edition, Professional, Lifetime, billing, account access, setup, download, or private issue.
  • The account email and license public ID if a customer account or license already exists.
  • The page URL, button, checkout return, or account action involved.
  • What you expected to happen and what happened instead.
  • A short sanitized example instead of full logs, passwords, tokens, cookies, recovery codes, or full license keys.